The progress of any organization is dependent on the cumulative growth and functioning of various sub-departments. An effectual tool to evaluate the progress of a task is by setting high standards and measuring the progress against these standards. The service quality management program works on this principle by measuring the progress of a task in a particular department against the specification limits that have been already set up. The following article deals with the service quality management in London Zoo.
The operational processes pertaining to any organization include the vision and the goals of the main business of the organization. These operational processes may be classified into marketing, purchasing and selling of a product or a service. Based on the activities in the London Zoo we can classify them into various operation processes.
1) Administrative Process: include organizing the events, presentations and ensuring smooth functioning of various sub departments.
2) Infrastructure Process: include provision of basic amenities like food, water, electricity, toilet facilities, space for parking and recreational parks. It includes health care facility for animals and the visitors.
3)Human Resources Process: includes staffing, training to the staff for proper functioning and behavior towards animals and the visitors, risk management and handling crisis .
4) Marketing Process: includes the promotion of the zoo through seminars, conferences and meetings. This also acts as a promotional tool to impart education about wildlife conservation to the public.
5) Security Process: includes the safety to the items of the people .This process establishes trust and faith of the visitors in the management.
The analysis based on the statistical data shows the importance of each operational process to the management. The major attribute of the activities of the zoo include providing high quality infrastructure to the animals and the visitors. The zoo’s core focus also lies in administrative process like organizing events of global concern. The process that requires immediate attention is the unspoken needs of the animals and visitors. These needs are also known as excitement needs and depict the customer satisfaction and can result in the increase in frequency of visitors once these needs are met.
The Service quality can contribute towards the core competency of the organization. Hence, one of the primary aims of the organization must focus on achieving high quality standards with proper cost allocation and improvement of the existing quality of the services provided.